Call Center Specialist in Grand Rapids, Michigan

Call Center Specialist

Call Center Specialist

STATUS: Part-time, Non-Exempt

 

DEPARTMENT: Admissions – Call Center

LOCATION: Grand Rapids – W.A. Lettinga Campus

REPORTS TO: Manager – Call Center

SUMMARY:

As a member of the Call Center team, a Call Center Specialist is responsible for receiving all incoming phone calls to the university, scheduling appointments, making appointment confirmation calls, triaging and answering inbound questions or transferring to another department as appropriate, and performing live click-to-chat on the university website. The Call Center also handles inbound admissions sales calls when no Admissions Representative is available and makes outbound sales calls to interested prospects. These responsibilities are performed in an ethical manner consistent with the University’s mission, vision, and values which include diversity, equity and inclusion.

RESPONSIBILITIES:

• Responsible for scheduling and coordinating appointments and makes calendar changes for the Advising teams at all campuses.
• Exhibits flexibility, sensitivity, and respect, maintaining a working relationship with all team members.
• Answers and disposes of all incoming telephone calls via appropriate transfer, answer FAQ, taking a message, or follow-up and return call.
• Responsible for specific projects/programs which may involve planning and coordinating work, analyzing data, and preparing reports.
• Maintains, processes, and manipulates data on a personal computer/mainframe using word processing, data base, and spreadsheet software.
• Tabulates and reports calls; makes and reports appointment confirmation calls.
• Operates multi-line phone switchboard and contact center application.
• When applicable: Sells the University to qualified prospects who will start, stay and exceed; secures the admissions application and sets follow-up appointment with an Admissions Representative.
• Performs work of a confidential nature.
• Attends and participates in development programs; assists in training other employees as needed; maintains certification where applicable and continues to improve skills.
• Exhibits professional demeanor at all times while representing the University.
• Understand and abide by all external and internal regulations and policies associated within Admissions- Call Center or other role specific regulations.
• Understand and abide by all external and internal regulations and policies. This includes NCAA, GLIAC and national affiliations associated within athletics or other role specific regulations.
• Provides GREAT customer service, anticipating and exceeding the needs of our customers.
• Demonstrate and promote the University Cultural Values.
• Perform other duties as assigned.

QUALIFICATIONS:

• High School Diploma required. Relevant college coursework and/or a Bachelor’s Degree preferred.
• Previous call center experience preferred.
• Sales skills/sales experience preferred.
• Demonstrated phone communication and phone equipment skills.
• Ability to process large amounts of information quickly in a fast-paced environment.
• Demonstrated ability to work accurately and effectively with computerized data systems.
• Demonstrated ability to work effectively with people of diverse backgrounds and promote a positive working environment, spirit of cooperation and positive reactions to change and conflict resolution.
• Excellent interpersonal, communication and presentation skills, both written and oral which transcend diverse audiences.
• Demonstrated ability to communicate effectively and relate well to donors, alumni, students, parents, faculty, staff, and others while maintaining appropriate confidentiality.
• Demonstrated motivational and problem solving capabilities with a high degree of integrity, ethics, and dedication